Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2k won't cut it. See ad on tv, nxt to work, convenient. I should've researched more. Bad reviews lots. Acct#**********. Verified/ins accepted. 1/18/23 1st visit xray/exam. Charged out of netwrk?$131.80 out of pocket? 6yrs since last clean. Gum issues. I knew it wouldn't be cheap. Treatment plan/estimate.didnt notice $135 elec tbrush$1237.30. Ok, manageable.$604 deposit on spot?not sure.offered line of credit, qualify. Paid$604. Svc 2/7/23 $606, deposit applied. Bal$2.00? svc2/8/23 oral exam/wisdom tooth out? Not necessary ins paid exam 100% Svc 2/16/23 $226paid (before claim?)0bal. Ins stmt svc2/16 mypart$248/$22 difference. Bal. $22 As of 2/16 (gets funny now) same claim sent to ins 3 for svc2/7. ins rcvd claim#1 2/24 not processed/wrong ID. 2nd claim 3/13 $606 paid/deposit applied. 3rd claim? Why? Ins rcvd 3/16 my share adjusted $556/$604 deposit/paid. 3/16 new balance $48 credit!!! 3/16 is last claim ever filed w/ins, last stmt ever received. I emailed 2/27 billing issue? Responded 2/27 pdf file changed to? Can't verify contents. last email rcvd. New Svc 5/17 10min early, 30min later I ask why? Oh, s/b soon. Sat for 1.5hrs! no call b4? Cleaning/2 pockets minor infection/treated. Changing comp. system, ok. talk bal/new charges. Took no notes. 6/21 No bill/claim Emailed, asked status, said if I get whacked w/$300 bill I won't be happy... reply on 6/22. Oh, sorry here ya go $361.80 bal? 5min later got a txt, click to acct. 4/7 stmt/svc 2/16 prev. bal $435? New credit $238? bal $196? New bal $136?due 4/20! 6/7 stmt/svc 2/16 prev bal $196? new $136? Due 6/20! Got 15hrs (my time) into trying to work it out. 1hr on phone w/ins, our numbers match up until absolute butchery. So far I'm @ 9 1(800)#'s! The customer svc# I tried sent me strait to their office. Owner is *************************. Diggin around a lil, he's just a regular dentist. 15/20yrs practice. This guy owns 25 plus locations, in over 6 states. I stopped at 25. Any way to freeze my account? Kinda shady.

  Business Response

  Date: 07/28/2023

  July 27, 2023

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by **** ***** on behalf of the Quakertown, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA, PLLC. We will be responding to the consumer directly on this communication.
  The Aspen Dental network is committed to breaking down barriers to care. Each independently owned and operated location and care team has the autonomy to work with patients, so they receive quality care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised, living into our commitment to say “Yes” to quality oral care.
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.
  

  Sincerely,
  
  Manager, Regulatory Relations
  Aspen Dental Management, Inc. 

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a partial dental flipper done on 1/16/2023. Aspen Dental made me pay the entire amount up front instead of me paying the estimated amount due after insurance. I paid them $669.00 the day of service or they would not treat me. Once submitted to my insurance, i.e. *****, they paid a portion and credited Aspen Dental on my behalf an amount of $371.40. ***** sent to Aspen Dental headquarters **************) on 4/4. Aspen Dental received on 4/7/2023 and still have yet to reimburse me, i.e. *******************. I have called numerous times and still no action as of 5/4/2023. Need help please. They have not answered their phones at all on 5/3 and 5/4/2023.

  Business Response

  Date: 06/06/2023

  June 6, 2023

  Dear Sir or Madam,
  Thank you for the opportunity to respond to the complaint filed by *** ****** on behalf of the Quakertown, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of NEPA, PLLC. We will be responding to the consumer directly on this communication.
  The Aspen Dental network is committed to breaking down barriers to care. Each independently owned and operated location and care team has the autonomy to work with patients, so they receive quality care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are raised, living into our commitment to say “Yes” to quality oral care. 
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to federal privacy laws.
  

  Sincerely,
  
  Manager, Regulatory Relations
  Aspen Dental Management, Inc

  Customer Answer

  Date: 06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:01/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 03/22/2022 I went to aspen dental in ********** ** with tooth pain upon taking x-rays and examining my teeth I was told I needed much more dental work and a list was given to me which detailed procedure and cost and I agreed and that day I signed for a loan thru Dental First financing in the amount of $3,426.60 some of the charges seem to be inflated like temporary (cheap) partials upper and lower for $700 each and procedures that are to numerous to list I did have 4 extractions without complications other than teeth cleaning and scaling on 15 teeth and 4 minor cavities they are now telling me as of 01/02/2023 my account is past due and I owe $204.40 my patient responsibility for these procedures is $2,261.00 as of 09/12/2022 of which they were paid $3,426.60 there was only 1 appointment after 09/12 that was on 12/13 / routine cleaning/fluoride/exam billed me as past due $204.40 I should have a credit of $1215.60 on 12/13 I asked to speak with the office manager and was told she was in a meeting and would b a while I than was told she would call me later that day never called

  Business Response

  Date: 01/12/2023

  January 12, 2023  

  Dear Sir or Madam,  
  Thank you for the opportunity to respond to the complaint filed by ******* ***** on behalf of the  Quakertown, PA Aspen Dental branded practice, owned and operated by Aspen Dental Associates of  NEPA PLLC. We will be responding to the consumer directly on this communication.  
  The Aspen Dental network is committed to breaking down barriers to care. Each independently owned  and operated location and care team has the autonomy to work with patients, so they receive quality  care. Every patient complaint is taken seriously and the office will work to resolve any concerns that are  raised, living into our commitment to say “Yes” to quality oral care.  
  I appreciate you giving us the opportunity to review this inquiry directly with the consumer adhering to  federal privacy laws.  
  Sincerely, 
  Julie G*****  
  Manager, Regulatory Relations 

  Customer Answer

  Date: 01/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  although the initial complaint has been taken care of I have asked for a financial statement of my account showing procedures performed and cost  I do not have anything to show me my status .I have spoken to ******* the office manager about this and she stated she would furnish this in an e-mail to me that was on 1/ 23 at approx 10:30 am so the original problem was resolved but this is all part of the same problem failure to disclose financial information she did not say when she would send this.

  
  

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